Career Center

Nature of Work:

The Manager of Ticket Operations is responsible for the day-to-day ticket operations for all aspects of ticket sales and Ticket Operations management at all Kroenke Sports & Entertainment (“KSE”) venues located in Denver, Colorado including Ball Arena, Dick’s Sporting Goods Park, and Paramount Theatre. The position is responsible for developing and executing a tactical ticket implementation plan to achieve select revenue goals. They will also be charged with developing and maintaining strategic relationships with all internal and external stakeholders. The select individual will ensure operational efficiencies are met, will challenge the process of creative thinking for revenue growth and provide strategic positioning to reach the highest levels of service.  This position will work alongside the Senior Director of Ticket Operations to assist with oversight of all Ticket Operations personnel and duties.  

Essential Duties/Responsibilities:

• Direct and manage all Ticket Operations personnel, finances, and functions for KSE Ticket Operations, to ensure operational efficiencies. 
• Employs progressive leadership and management oversight to maximize profitability, service excellence, as well as optimizing ticketing processes to maximize the guest experience.  
• Influence Ticket Operations personnel to embrace and adapt to new strategies, processes, and technology.  
• Develop and implement standards of excellence and best practices in Customer Service for all KSE Ticket Operations staff to achieve industry leading ticketing services and direct the resolution of all Ticket Operations customer service issues.  
• Personnel related responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding; counseling and disciplining employees in conjunction with Human Resources; addressing complaints and resolving problems 
• Assist with the oversight of all KSE sports team ticket operations including the Denver Nuggets, Colorado Avalanche, Colorado Rapids and Colorado Mammoth.
• Assist with the oversight of all other ticketed events taking place at KSE Venues including, but not limited to, concerts, family shows, religious events, college sports, etc.
• Works with all of Ticket Sales and Service for each team along with the Executive Director of Venue Booking about collaborating with new technology and working together to create the best Ticket Operations experience at KSE Venues.
• Works closely with KSE operations staff and contractors regarding ticket sales, seating changes, and reporting for all events.
• Supports the Vice President of Ticket Operations between promoting entities, ticket service providers and KSE operations staff, ensuring that accurate information is disseminated, and events go on sale as intended at KSE Venues.
• Assists with the development of all KSE ticketed events via Ticketmaster ticketing system and the administration of all reports, orders, offers, pricing, coding, holds, seat kills, processing of internal/VIP ticket requests, house ticket requests, sports team requests, promoter ticket requests, band ticket requests, etc. 
• Coordinates with the premium services department to ensure that suites and other premium area requirements are fulfilled for each event. 
• Provides settlement and close out documentation (including event sales audit, complimentary ticket recap report, receivables report, and scanned ticket count) to the KSE accounting department at the conclusion of every event.
• Completes any sports league mandated reports as required by KSE accounting.
• Review and perform balancing, depositing, and reporting of daily ticket office receipts, as required.
• Event management duties (oversight of approximately 300-350 annual ticketed events a year at KSE Venues)
• Other duties as assigned

Additional Duties:

• Supervises and assigns daily activities of the part-time ticket operations staff.
• Supervises, trains, and schedules all event ticket resolution staff.
• Supervises the reconciliation of window sales receipts.
• Prepares ticket window expense reports and attendance drop counts at the conclusion of each event.
• Prints and files will call orders for each event when required.
• Balance, deposit and report all daily Ticket Operations receipts. 
• Represent the department at meetings as determined by the VP of Ticket Operations. 

This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority. 

Qualifications

• Minimum
  1. 5+ years’ experience in computerized Ticket Operations management. 
  2. At least 5 years’ experience with Ticketmaster – Archtics, Host, TM1, and other TM tools.
  3. Applicants must meet minimum qualifications at the time of hire.
  4. Bachelor’s degree highly preferred